At a Glance
- Tasks: Lead and support a team in a fast-paced contact centre for emergency pet care.
- Company: Join Vets Now, the UK's leading provider of Emergency Pet Care.
- Benefits: Enjoy 7 weeks annual leave, health plans, and discounts with top retailers.
- Other info: Dynamic role with opportunities for personal growth and a supportive team environment.
- Why this job: Make a real difference in pet owners' lives while developing your leadership skills.
- Qualifications: Experience in customer service and leadership, with excellent communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Are you looking for a new leadership challenge? Be part of the UK’s leading provider of Emergency Pet Care. We are at the forefront of emergency and critical care, making a real difference to pet owners and saving the lives of pets each day. We provide cover to over 1000 vet practices and have over 60 emergency clinics and specialist referral hospitals across the UK.
About the role
We are currently seeking a Contact Centre Team Leader to join our contact centre based in Dunfermline. This is a full-time, permanent position working 37.5 hours per week. The role involves working 5 days out of 7 to cover contact centre opening hours. Shifts include weekday evenings, weekend days and evenings, and overnight work.
Working as a contact centre team leader at Vets Now will expose you to rewarding experiences you simply wouldn’t see in any other contact centre role. This role will involve leading, motivating and supporting a team of call handlers who are the first point of contact for worried pet owners in an emergency. Our contact centre team, the pet equivalent of 999, are motivated by driving service excellence. You will be based at our support office in Dunfermline and will be fully supported by our clinical and senior management team.
Are you a successful leader with strong operational skills? We are the experts in emergency and critical care veterinary practice and that’s why we only employ the best. To be a part of our operational leadership team we are looking for someone with:
- Experience of working within a client or customer service environment, ideally in a contact centre.
- Excellent customer service and communication skills.
- Previous experience of working in a leadership role.
- Experience of supporting, coaching and mentoring in the workplace.
- Ability to work well under pressure, maintaining the tact and diplomacy required in challenging situations.
- Demonstrate the ability to work to tight deadlines and seek solutions to problems.
- Ability to adapt quickly and professionally to a rapidly changing environment.
- Experience in working in a high volume, fast-paced environment.
- Excellence in attention to detail.
Benefits include:
- 7 weeks pro rata annual leave.
- Your birthday as a paid day off.
- Cash Health Plan provided by Simply Health.
- Vets Now For You – reward gateway giving discounts and cashback with 100’s of retailers.
- UK Standard Pension contributions – 5% Employee/3% Employer.
- Discounted staff pet care.
- Membership of employee wellbeing programme.
- Death in service of two times annual salary.
- Company sick, maternity, paternity and adoption pay schemes.
Contact Centre Team Leader - Full Time in Dunfermline employer: Vets Now
Vets Now is an exceptional employer, offering a supportive work culture that prioritises employee development and well-being. With competitive pay, extensive benefits including private medical insurance, generous annual leave, and a commitment to professional growth through CPD opportunities, our team members thrive in a rewarding environment dedicated to providing outstanding emergency pet care in Peterborough.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader - Full Time in Dunfermline
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vets Now. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Vets Now before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Team Leader - Full Time in Dunfermline
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Vets Now:Your cover letter is your chance to shine! Tell us why you want to work at Vets Now specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Vets Now!
How to prepare for a job interview at Vets Now
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
